Customer Account Management and License Management for IoT Products company

Solution Implementation

Litmus deployed a unified CAM and LM platform, which centralized account and license management processes, integrated with their existing IoT services, and scaled according to business needs. The key components of the solution included:

1. Centralized Customer Account Management:

 

• Single Customer View: Litmus implemented a centralized dashboard providing a single view of each customer’s account, including device configurations, location data, license status, and usage history.

• Role-Based Access Control: Different levels of access were granted to users based on their roles, ensuring sensitive data was protected. Customers could self-manage their access rights, which reduced support load and improved data security.

• Automated Provisioning and Deprovisioning: Based on customer subscriptions, devices were automatically provisioned or deprovisioned to meet their needs. Automated workflows also ensured that customers were only able to access the services they were licensed for.

 

2. Dynamic License Management System:

 

• Subscription-Based Licensing Model: Litmus shifted to a subscription-based model, allowing customers to choose flexible plans based on usage. Customers could upgrade or downgrade their plans, accommodating both short-term and long-term needs.

• Automated License Renewal and Alerts: The system automatically monitored licenses and sent notifications to customers regarding license renewal dates, upcoming expiration, or plan upgrade options, reducing the chances of unauthorized usage.

• Real-Time License Usage Tracking: Real-time tracking of licenses ensured that customers only used the services they had paid for, protecting Litmus from revenue leakage.

 

3. Billing and Usage Monitoring:

 

• Metered Billing: The system incorporated a metered billing model based on device connectivity, data usage, and service consumption. This flexibility enabled customers to pay only for what they used, while also providing transparency in billing.

• Usage Analytics and Reports: Both Litmus and its customers had access to detailed usage analytics, showing device performance, data traffic, and service utilization. This enabled customers to optimize device usage, and Litmus to better forecast resource requirements.

 

4. Seamless Customer Support Integration:

 

• Automated Issue Tracking: Any issues with licensing or device access were automatically logged into the customer support system, enabling Litmus to resolve problems quickly and improve customer satisfaction.

• Self-Service Portal: Customers could use a self-service portal to view their license status, upgrade plans, and manage their own devices, making account management simpler and reducing support requests.

Results and Benefits

The new CAM and LM system had a substantial impact on Litmus’s operational efficiency and customer satisfaction. Key benefits included:

 

1. Improved Customer Experience:

 

• Ease of Use: The self-service portal allowed customers to manage their accounts independently, enhancing their experience and reducing the workload on Litmus’s support team.

• Transparency in Billing: The metered billing system helped customers understand exactly what they were being charged for, minimizing billing disputes.

 

2. Increased Revenue and Reduced Revenue Leakage:

 

• Accurate Billing: The metered billing and automated renewal alerts minimized revenue loss due to unmonitored usage, ensuring that Litmus captured revenue for all licensed services.

• Upsell Opportunities: By tracking customer usage patterns, Litmus was able to identify customers who could benefit from higher-tier licenses or additional services, creating opportunities for targeted upselling.

 

3. Operational Efficiency:

 

• Reduced Administrative Burden: Automating account and license management processes reduced the workload on Litmus’s IT and customer support teams, allowing them to focus on high-priority tasks and innovations.

• Scalability: The system allowed Litmus to easily onboard new customers, scaling the platform to support both large enterprise clients and smaller businesses with minimal modifications.

 

4. Enhanced Compliance and Security:

 

• License Compliance: Automated license tracking and expiration alerts ensured that customers remained compliant with their usage terms, reducing the risk of unlicensed access.

• Data Security: Role-based access and centralized account management strengthened data security, protecting sensitive customer and device information.

 

Key Takeaways

1. Invest in Scalability Early:

Scalability is essential as IoT networks grow. A centralized CAM and LM platform should be designed to accommodate future growth.

2. Use Automation to Improve Efficiency:

Automating routine tasks like provisioning, billing, and renewals enhances efficiency and allows teams to focus on strategic goals.

3. Prioritize Customer Self-Service:

Allowing customers to manage their own accounts through a self-service portal improves satisfaction and reduces support costs.

4. Implement Robust Security and Compliance Controls:

Ensuring license compliance and data security protects both the company and its customers, building trust and reducing risk.

This case study demonstrates how robust account and license management can drive customer satisfaction and business growth in IoT, setting a strong foundation for the future of IoT solutions.

Technologies

Front End: React, Typescript, NextJS

Backend: Supabase